{"id":"pro-cs-shift-handoff-open-tickets","audience":"customer-support","category":"summarizing","technique":"grounding","title":"Hand off only the still-open tickets at the end of your shift","free":false,"task":"You're ending your support shift and writing the handoff for the evening agent. You want exactly 4 numbered lines, one per ticket still open, each as ticket number - next action - deadline, under 50 words, plain text. Leave out tickets you resolved, but include the one the customer reopened. Write a prompt that gets you exactly that.","materialLabel":"Your shift notes (attached to your prompt automatically)","material":"Day shift notes - Tue - Kim\n\n#5101 - Lakeshore Bakery - card declined at checkout. Asked them to try a different card. RESOLVED 11am, payment went through.\n#5104 - Harbor Dental - wants invoice copies for Q3. Pulled 2 of 3, need the Sept one from billing. Due to customer by 5pm Wed.\n#5107 - Orchard Books - can't log in. Reset password, RESOLVED 1pm. ...Customer replied 3:40pm: \"Still can't log in, same error.\" Reopened. Need to escalate to Tier 2 before 9am Wed.\n#5110 - Pine Street Vet - asked about upgrading to Pro. Sent pricing. Waiting on their reply, follow up Thu.\n#5112 - Juniper Clinics (VIP) - double charged $49. Refund submitted, needs Marisol's approval by 8pm tonight.\n#5115 - Bright Dental - question about dark mode. Answered, RESOLVED.\n\nShift stuff: coffee machine is broken again. I'm out tomorrow.","rules":[{"type":"numberedItems","count":4},{"type":"maxWords","max":50},{"type":"plainText"}],"mistakes":[{"title":"Including resolved tickets","why":"The AI lists every ticket you touched.","fix":"Add: \"Only tickets still open.\"","checks":["r2"]},{"title":"Missing the reopened ticket","why":"#5107 says RESOLVED before the customer reopened it.","fix":"Add: \"#5107 was reopened; include it.\"","checks":["r1"]},{"title":"Dropping deadlines","why":"The AI writes next steps without times.","fix":"Add: \"Each line: ticket - next action - deadline.\"","checks":["r0"]},{"title":"Letting the AI pick the layout","why":"The AI writes paragraphs per ticket.","fix":"Be exact: \"Exactly 4 numbered lines, plain text.\"","checks":["numberedItems","plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 50 words\" and it often lands well over.","fix":"Cap each part instead: \"each line under 8 words.\"","checks":["maxWords"]}],"promptHints":[{"label":"Says how many lines","patterns":["\\b(4|four)\\b"]},{"label":"Only open tickets","patterns":["only (the )?(open|still)","skip.{0,20}resolved","not resolved"]},{"label":"Catches the reopen","patterns":["reopen","5107"]},{"label":"Shows the line shape","patterns":["ticket.{0,10}-","next action","deadline"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"The evening agent only needs what's still open. Tell the AI that, and to watch for a ticket that came back.","rubricLabels":["Lists exactly these open tickets: #5104, #5107, #5110, #5112, each with a next action and deadline","#5107 is included as reopened with the next action to escalate to Tier 2 before 9am Wed","Resolved tickets (#5101, #5115) are left out, and the shift chatter (coffee machine, being out) is left out"]}